Informal Feedback- Managing employee performance is not necessarily restricted to formal appraisal interviews. when you finish a meal and a waiter asks you if everything was fine, this is a cheap, easy and informal way of getting customer feedback. others method is include watching customers as they enter and leave and chatting to them.
Customers Survey/Questionnaires/Comment Cards- the waiter may forget to relay your comments back to the chef or the manager, many restaurants preferto put a comment card on your table and ask you to complete if they have a comment or suggestion to make. Questionnaires may be sent more widely to existing customers and previous customers who have not made a purchase for some time to find out why.
Staff Feedback- Staff feedback is valuable for two reasons. first, many staff deal directly with external customers. they can therefore pass on comments made by customers both positive and negative. second staff are internal customers, so their views are also important.
Mystery Customers- Some retailers employ mystery customers to visit their own stores to assess staff. they may also check competitors stores to compare service levels. they will be interested in factors such as speed of service, the way in which the service was delivered and finally the quality of the finished result.
Complaints and Compliment Letters- if a customer's makes a complaint, either by telephone or letter, this indicates a possible problem area. if several complaints are received about the same thing, there is obviously a serious problem that needs immediate attention. this is why organisation record the complaints they receive and then check them to see if there are any common factors.
Yassir - You need to read what you have written, delete it and then re-write based on your own understanding. The memo is great!
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